THE EFFECT OF E-SERVICE QUALITY ON CUSTOMER
SATISFACTION OF CASH RECYCLING ATM USERS WITH
TECHNOLOGICAL OPTIMISM AS A MODERATING VARIABLE

THE EFFECT OF E-SERVICE QUALITY ON CUSTOMER
SATISFACTION OF CASH RECYCLING ATM USERS WITH
TECHNOLOGICAL OPTIMISM AS A MODERATING VARIABLE

Cash Recycling ATM, Customer Satisfaction, E-Service Quality, Technological
Optimism

In business organizations there has been an increase in the use of information
technology and rapid technological developments, including in the banking industry.
Most banks have made technology-based self-service a solution to overcome barriers
related to time, distance, and communication. One of them is the Automated Teller
Machine (ATM). The purpose of this study is to explain the relationship between the
five factors of e-service quality (reliability, security, convenience, functionality, and
responsiveness) and customer satisfaction of Cash Recycling ATM users by including
technological optimism as moderator. This study used quantitative methods with data
analysis techniques using partial least square (PLS) structural equation modeling
(SEM). The research was conducted on BCA bank customers in Bandung City, and
data collection was conducted through a survey using google form. The findings of
this study show a positive and significant relationship between convenience and
customer satisfaction. However, reliability, security, functionality, and responsiveness
were not found to have a significant effect on customer satisfaction. The study found
no evidence of the effect of technological optimism on the relationship between the
five factors of e-service quality and customer satisfaction.

Nurida Dhatin Afiza Rachman1*) Ratih Hendayani 2

https://jurnal.stie-aas.ac.id/index.php/IJEBAR

2023

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